Znuny Open Source Ticketsystem

I have successfully accomplished pre-set Customer (and other fields) using URL. Example: https://www.example.com/otrs/index.pl?Action=AgentTicketPhone;Subaction=StoreNew;ExpandCustomerName=2;SelectedCustomerUser=user.name;PreSelectedCustomerUser=customer.name;Subject=Ticket%20Subject;Dest=Work+Reque...

I am closer to what I want than I realized: If an Agent selects no Owner on ticket creation, the Owner is set to that Agent. Now I only need to find a way to define Customer as the same Agent who is creating the ticket. Since "Customer User" accounts are completely separate from Agent acco...

I would like to create a set of ticket templates for my Agents so they can quickly create a new ticket on which they are both Owner and Customer. I have been unable to find advice for creating such a template in the manual ( https://otrs.github.io/doc/manual/admin/stable/en/html/administration.html#...

I accomplished what the author wanted by customizing the "AgentTicketMove.pm" module (/opt/otrs/Kernel/Modules/AgentTicketMove.pm): On lines 96 and 782, I commented out "OwnerID => $Self->{UserID}," in the "OwnerCheck" else { my $AccessOk = $TicketObject->OwnerCheck( Ti...

Since upgrading to version 5, I see the following message about an uninitialized value for $TimeZone, even though I have it set in agent preferences: root@otrs4# sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Stats::Generate --number 10002 --format PDF --mail-recipient test@example.com --mail-bod...

Answering my own question: I use a separate database server. The database import step in the upgrade documentation: http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html shell> cd /opt/otrs/ shell> cat scripts/DBUpdate-to-5.mysql.sql | mysql -p -f -u root otrs shell> bin/otrs.Console.pl ...

I tried to upgrade using the RPM file on CentOS from version 4 to 5. I receive an error from the database check script during upgrade: When I check my OTRS database I find I do have the table "scheduler_task", but the script does not find it. (This text is copied from a German forum thread...

Crythias, After adding the user "apache" to the group "otrs" I emailed a new attachment into a ticket. The attachment was not visible on the web interface, so I did a few tests: I attached a file to the ticket using the "reply" option in the web interface. That attachme...

I double-checked my old otrs system this morning. I used a nightly cron job to change ownership to otrs:www-data on that one, so it seems OTRS has never behaved as I thought it did with regards to file/folder ownership in the /home/otrs/attachments directory. I also added the user "apache"...

Crythias, Thank you for the suggestion. On my previous OTRS system (3.2.13 running on ubuntu), when the attachments were created they were owned "otrs:www-data". I thought the new system is not behaving as it should be, because on that other system, I did not need the www-data user to be a...

I have just upgraded to OTRS 4 on CentOS. I am using ArticelStorageFS for Ticket::StorageModule. When OTRS saves the files in /home/otrs/attachments/, the newly created files and folders are owned by the otrs user and group. The owner should be otrs:apache. If the group owner is not "apache&quo...

Thanks for spotting that. I have had that commented out for a while now. Removing it doesn't seem to have fixed the issue:

#$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
# 'users',
# 'stats',
# 'time_accounting',
# ];

Crythias, thank you for your previous assistance. This same problem is happening to us again following our application of the 3.0.9 patch. I have checked all the config files (Config.pm, ZZZAuto.pm, ZZZAAuto.pm, Defaults.pm) and I am still seeing: $Self->{CustomerGroupAlwaysGroups} = [ 'users', 'inf...

Regarding edits to ZZZAuto.pm and ZZZAAuto.pm, I am sorry I ever edited them directly. I have read tutorials elsewhere that indicated I should edit those files and now I realize the error of my ways. After reading http://doc.otrs.org/3.0/en/html/configuration.html , I will certainly no longer edit t...

I followed your advice on checking Defaults.pm and Config.pm. Config.pm has NO reference to customer groups whatsoever. Defaults.pm is as follows: # --------------------------------------------------- # # # # Start of config options!!! # # CustomerPanel stuff # # # # --------------------------------...

I have just tested saving a value in SysConfig and re-checked my ZZZAAuto.pm The value I changed in SysConfig was: Frontend::Customer::CustomerHeadline I addded an underscore to the end of the value, then clicked "Update" After that saved, I re-checked /opt/otrs/Kernel/Config/Files/ZZZAAut...

Correction: I just double-checked the line I thought I deleted in ZZZAAuto.pm: $Self->{'CustomerGroupAlwaysGroups'} = [ 'users' ]; I found that the line was NOT deleted. I do remember deleting the line, so I'm wondering if OTRS is somehow changing the line when I make changes in SysConfig (not in th...

I am also experiencing this issue. We are using LDAP and a MySQL database to authenticate, since some customers do not have accounts in LDAP. I first noticed the issue when I tried to enable "Customer Groups". I had the default groups include "users" in my /opt/otrs/Kernel/Config...